Représentant bilingue du soutien à la clientèle

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as a primary resource and intermediary for Patient Support Solutions programs.

• Address incoming calls and communications from healthcare professionals, patients, and other program participants.

• Conduct outbound calls as needed based on specific program requirements.

• Offer clinical assistance, product details, treatment best practices, and troubleshooting for treatment administration via telephone, email, and online platforms.

• Guide patients in accordance with pharmaceutical manufacturer stipulations.

• Provide support for treatment adherence and compliance.

• Manage internal clinical referrals and voice messages effectively.

• Organize call queues in line with established protocols.

• Report adverse events or adverse drug reactions within 24 hours or as specified by the manufacturer.

• Conduct financial means testing for patients when applicable.

• Supply and coordinate advanced reimbursement navigation and administrative services.

• Identify and facilitate compassionate care, bridging, and copay assistance.

• Evaluate exceptional patient assistance cases and approve them based on predefined permissions and standards.

• Liaise with pharmaceutical manufacturers concerning exceptional cases that exceed established permissions.

• Collect patient chart information and assist with special authorization forms and drug-plan appeals.

• Uphold quality, privacy, and service excellence standards.

• Engage in team meetings, onboarding, continuing education, external activities, and team development initiatives.

⛳️ Requirements

• Bilingual proficiency in French and English is essential.

• A university degree is preferred.

• Availability to work various shifts between 9:00 am–6:00 pm or 9:00 am–9:00 pm Atlantic, Monday through Friday.

• At least 1 year of relevant experience is required.

• Experience in pharmacy, patient assistance, nursing, specialty pharmaceuticals, or a call center is considered a significant asset.

• Comprehensive knowledge of health insurance and health plan coverage.

• Familiarity with pharmacy transactions and claims review processes.

• Strong computer and telecommunication skills are necessary.

• Advanced proficiency in computer environments, including Excel, Word, and Outlook.

• Excellent communication skills and telephone etiquette.

• A keen eye for detail with the ability to quickly evaluate and respond to a wide range of inquiries in a high-volume setting.

• Strong organizational and time-management skills to meet deadlines and accurately document transactions and processes.

• Ability to coordinate patient services to ensure timely and ongoing access to therapy.

• Capacity to work collaboratively in a team environment and support colleagues.

• Ability to identify opportunities for improvement and propose feasible solutions.

• Willingness to pursue professional development through special projects or committee involvement.

• Capability to multitask and flexibility regarding support hours.

🏝️ Benefits

• Incentive plans, bonuses, and/or various forms of compensation may be provided.

• Health and wellness benefits offered.

• Additional benefits available.

• Equal opportunity employer.

• Accommodations are available for applicants with disabilities throughout the recruitment process.